Analytics and business intelligence

Transforming data into business opportunities

Speech analytics

Using Verint’s Impact 360 Speech Analytics, TELUS International captures, evaluates and learns from your customers’ interactions. Working closely with our clients, we analyze voice-based conversations for key words and phrases including word frequency and even voice inflections. We can address:

  • Call drivers
  • At-risk customers
  • Compliance risks
  • Self-service

Taking it further, we then examine the screens used and keystrokes taken by your support agents to access vital customer information. We then compile this data to create an action plan to optimize customer conversations while improving customer service processes. We analyze call content to:

  • Identify key terms and voice inflection that may point to call drivers
  • Identify trends including word frequency
  • Track drivers of customer loyalty
  • Create programs to capture “Moments of Truth”

Why “Moments of Truth”?

It’s that critical instance of contact between a customer and your company that gives that customer an opportunity to form (or change) an opinion about you.

Text analytics

Convert unstructured text into useful information. As more and more consumers go online to interact with brands, it’s important to capture the value buried in piles of unstructured text-based feedback. TELUS International uses Verint’s Impact 360 Text Analytics to capture feedback across your non-voice channels. We can analyze:

  • Self-service channels
  • Agent notes
  • Survey verbatim
  • Customer sentiment
  • Chat, email, social and mobile interactions

Customer interactions are categorized based on automatically detected themes and content. This enables us to sort through thousands of data points to not only help identify your customers’ issues but also to uncover opportunities for enhanced loyalty, retention and revenue. Specifically, our enhanced Text Analytics services can:

  • Automatically categorize and organize huge sets of text into relevant themes and content
  • Provide deeper insight into customer sentiment, and quickly identify the root cause of emerging issues
  • Provide accurate results via a Natural Language Processing (NLP) engine, which interprets parts of speech, sentiment, and linguistic clauses and their relationships

Business intelligence (BI)

Partnering with Qlik, TELUS International uses QlikView to gather critical insights into client operations. Business reporting is then taken to the next level using this cloud-based tool accessible across the organization. By using TELUS International’s reporting capabilities, you can understand your business in a whole new way:

  • Consolidate relevant data from multiple sources into a single application
  • Explore the associations in your data
  • Enable social decision-making through secure, real-time collaboration
  • Visualize data with engaging, state-of-the-art graphics
  • Search across all data—directly and indirectly
  • Interact with dynamic apps, dashboards and analytics
  • Access, analyze and capture data from mobile devices

Customer quote

In meeting with TELUS International executives, they understood the urgency of production and the urgency of having top customer service in our industry. After my visit to Guatemala, I knew my search was over.

Operations Executive,
Leading global property information provider

Did you know?

TELUS International is a subsidiary of TELUS Communications, Canada's fastest-growing national telecommunications company, with $13 billion in annual revenue and 12.8 million subscriber connections.